Post on 07-May-2015
description
Empathy in Action
Can you put yourself in their shoes?
Can you put yourself in their shoes?
Which scenario is easier for you to connect to? Which one is more
difficult?
One Size Doesn’t Fit All
It’s important to show empathy to customers in need.
What gets in your way?
• What stops you from being empathetic?
Common Barriers to Empathy
How do you personally define empathy?
How does empathy work?
• By combining various elements of empathy, instead of including just one, connecting with the customer can be achieved faster and more convincingly.
Empathy is a Combination of Behaviors
Working Together in Harmony
Empathy in Action
• Learn how to overcome barriers to listening empathy.
• Understand the expectation of empathetic behavior.
• Recognize empathetic cues.
• Understand how empathetic behavior will be assessed and measured.
Today’s Course Activities
• Collaborative Assessment Exercises
• Individual Assessment Exercises
• Group Discussion
• Assessment of Learning
What gets in your way of listening?
Listening Exercise
• Listen to the following conversation. Then, answer the following questions:
1. Why was the insured calling?
2. What indication did she give that she was not satisfied with her experience?
3. How long did she say she had been waiting for a call from the adjuster?
4. Who did she say called on her behalf the day before?
5. What it is the name of her mortgage company?
What are some ways to Listen better?
Keys to Effective Listening
• Focus • Avoid Multitasking• Listen Objective• Summarize• Sit with Good Posture• Do not focus on delivery• Do not interrupt
What Gets in the Way of the Insured’s Ability to Listen?
What Gets in the Way of the Insured’s Ability to Listen?
• Interrupting• Sarcasm• Laughing• Tapping• Loud Breathing• Silence• Frustration• Sidebar Conversations
• Any others?
Listening Exercise
• Listen to the next series of audio recordings.
• What distracting behaviors could get in the way of the insured’s ability to listen?
• Discuss as a group.
Listening Exercise
• Listen to the next series of audio recordings.
• Discuss the nature of the calls as a group.
What personal biases can influence our ability to listen with empathy?
Personal Biases That Can Influence How We Listen?
• Money• Region• Job• Language• Education• Understanding of
insurance• History with Insured
• Any others?
Word Choice Choose service words that encourage or discourage a positive claims
handling experience.
Positive• 1• • • • • •
Negative• • • • • • •
Word Choice Choose service words that encourage or discourage a positive claims
handling experience.
Positive• Thank you 1• Great• Satisfaction• Excellent• Value• Welcome• My Pleasure
Negative• Fault• Blame• I Told You• You Didn’t• You Claim• Misinformed• If you would…
Avoid Trigger Words
• Why
• But
• Sorry
• Problem
• No
• Policy
• Try
Trigger Word Replacements
• Why • But• Sorry• Problem• No• Policy• Try
• ______________• ______________• ______________• ______________• ______________• ______________• ______________
Avoid Slang & Colloquialisms
• Cool• Yup• Nope• Uh-huh• My Bad• Sweetheart• Bless Your Heart• Honey
• • • • • • • •
Reading Between The Lines of Cues
What are they really saying?
• We lost everything.
• I’m confused.
• I don’t know what to do?
• Can you help me?
• You are making me angry!
• I’ve been transferred three times!
• • • • • • • •
Empathy = Making Connections in two ways
Acknowledge cues and show action
Your Turn!
Make your own E=MC Statements
• • • • • • •
• • • • • • •
2
Acknowledge Action+
Acknowledgement + Action Statements
• I am very sorry to hear that. I am sure that is very overwhelming. Let’s start by getting your loan number.
• I understand. I will assist in any way I can.
• I appreciate you explaining the situation to me. I will answer as many questions as you need.
• Thank you for your patience. Please allow me to transfer you to the right extension.
It’s Not Just What You say…
It’s How You Say It
Stressed
Happy
Scared
Frustrated
Sneaky
Quickly
Slow and low
Elements of Empathetic Tone
PitchHow high or low your voice is when projected
Hum Happy Birthday
This is your natural pitch
PaceHow quickly or slowly you are speaking?
Effects of Speaking
Too Fast• • • • • •
Effects of Speaking
Too Slowly• • • • • •
VolumeHow soft or loud you are speaking
Effects of speaking
too soft• • • • •
Effects of speaking too loud• • • • •
EmphasisWhich words are stressed and when
• Effects of placing too much stress on words
• • • • • • •
• Effects of placing not enough stress on words
•
•
•
•
•
•
•
May I Have a Ham Sandwich Please?
• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?• May I Have a Ham Sandwich Please?
TimingKnowing when to express empathy
What are the effects
of over-stating empathy?
• • • •
• What are the effects of not expressing empathy at the right time?
• • • • •
Identify The Errors in Tone
• Listen to the series of dialogues. • Identify the errors in pitch, pace, volume, and emphasis.
Scenario 1 Scenario 2 Scenario 3
Maintaining Empathetic ToneDuring Difficult Calls
Instant Solutions
• Listen for cues and acknowledge them
• Remember that any anger is not about you.
• Remain calm• Acknowledge +Action• Wait until emotions ease
to continue with process
• Be prepared• Find common ground• Avoid trigger words• Maintain empathetic tone• Treat person with
respect• Avoid escalation by
having to be right
Avoid Inserting Personal Biases
• Maintain composure• Maintain
professionalism• Don’t take sides• Avoid expressing
personal biases
What personal biases can influence how we feel about a call?
• Money• Region• Job• Language• Education• Understanding of
insurance• History with Insured
• Any others?
Delivering Bad News
• Avoid overuse of “I’m sorry”.
• Be honest
• State alternatives
• Use positive words
• Give timeframes
• Take ownership
• Maintain empathetic tone
Empathy AssessmentActive and Empathetic Listening Ability to avoid behaviors that may
impede listening.
Verbal Expressions of Empathetic Behavior
Word Choice
Trigger Words
Slang/colloquialisms
Editorializing
Delivering bad news
Inaudible Signaling Pitch
Pace
Volume
Silence
Timing Ability to respond to empathetic cues appropriately and timely
Learning Event Assessment
Assessment
• 25% Terms
• 25% Short Answer
• 50% Scripts